Support Case Handoff Note
Hand an open support case to the next shift or tier 2 with what's been tried, where it stands, the next step and how the customer is feeling.
- customer-support
- service
- operations
- beginner
The prompt
Write a handoff note so the next support agent can pick up this case without rereading the whole thread or asking the customer to repeat themselves. It's going to HANDING TO.
Use this:
- The case thread and my notes: CASE THREAD
- What I've already tried and what happened: STEPS TRIED
- Anything promised to the customer, with dates: COMMITMENTS MADE
- How the customer is feeling and how they like to be contacted: CUSTOMER TEMPERAMENT
Write, in this order, under 200 words in total:
1. Summary: the problem and its impact on the customer, in one line.
2. Current state: what works, what doesn't, and who we're waiting on (the customer, engineering or a third party).
3. Tried so far: a bulleted list, each step with its result, so nobody repeats it.
4. Commitments: what was promised and by when, or "none".
5. Next step: the one action the new owner should take first, and by when.
6. Customer notes: tone, preferred channel, anything to avoid saying.
7. To check: anything in the thread that's unclear.
Rules:
- Don't copy card numbers, passwords, addresses or other personal data into the note; point to the ticket instead.
- Describe the customer's mood factually ("frustrated after three contacts"), never with labels like "difficult" or "rude".
- Don't guess at causes or fixes; put anything unconfirmed under "To check".Fill in the blanks
Type your details to see them in the prompt above, then copy it. What you type stays in this tab: it isn't saved or sent anywhere.
Example
- HANDING TO
- Tier 2 billing team, morning shift
- CASE THREAD
- Ticket #48213. Customer charged twice for the annual plan on 12 March; payment logs show two charges four minutes apart.
- STEPS TRIED
- Confirmed both charges in the payment dashboard; got the customer's bank statement; refund of the second charge failed with "already disputed".
- COMMITMENTS MADE
- Told the customer on 14 March we'd update them by end of day 15 March
- CUSTOMER TEMPERAMENT
- Polite but frustrated after three contacts; prefers email, not phone
How to use it
- Fill in the blanks above, or paste the prompt into your AI chat and replace the words in capitals there. How blanks work
- Save it to your library to use it again. Your copy keeps the blanks, so next time you only fill them in.
- Use it where you chat. With the Save My Prompts extension, pick the prompt inside ChatGPT, Claude or Gemini and fill the blanks there.
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